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Standard Operating Procedures (SOPs) are implemented as AI Procedures (AIPs) in Cevro.
See AI Procedures (AIPs) for complete documentation on creating procedures that Cevro follows when handling player conversations. Key concepts:
  • Instructions — Step-by-step guidance for handling specific scenarios
  • Player Context — Backoffice data Cevro uses during the procedure
  • Escalation criteria — When to hand off to human agents
  • Brand variants — Different procedures per brand